AccountId: 011433970860
ContactId: 31d97560-992f-4b6b-b464-beb814e9090e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153550 ms
Total Talk Time (AGENT): 59078 ms
Total Talk Time (CUSTOMER): 77204 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/31d97560-992f-4b6b-b464-beb814e9090e_20250313T20:33_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes. How do I find out information about, uh, if a policy is still available?
[CUSTOMER][NEUTRAL] Or was paid on.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I can help you with that. So you just want to know if your policy is active?
[CUSTOMER][NEUTRAL] And actually, it's not my policy, it's my husband's policy who is deceased.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And this, this is from a long time ago, uh.
[CUSTOMER][NEUTRAL] When we work for Seminole Hard Rock Casino, I don't know if you guys insure them anymore.
[AGENT][NEUTRAL] Oh, I'm not, well, I mean, we have tons of clients, but I can definitely check the policy and let you know if it's active or or let you know what I can tell you.
[CUSTOMER][NEUTRAL] OK. I have a um certificate number.
[AGENT][NEUTRAL] OK. May I have that number?
[CUSTOMER][NEUTRAL] If that helps.
[CUSTOMER][NEUTRAL] 905-907.
[AGENT][POSITIVE] Thank you. And may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh yes, [PII], [PII].
[AGENT][NEUTRAL] OK, and I see you on the policy as well. I just need to verify your date of birth and the mailing address on file.
[CUSTOMER][NEUTRAL] [PII] and I currently live in [PII]. So from [PII], it was probably on [PII].
[CUSTOMER][NEUTRAL] [PII] I think, would have been the last address.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] This one is [PII].
[CUSTOMER][NEUTRAL] Or if it
[CUSTOMER][NEUTRAL] Yes, there, uh, well, one is in [PII], the other one is [PII], so it would be [PII] maybe.
[AGENT][NEUTRAL] Yes, and thank you so much for verifying and all the information provided is a verification of benefits, not a guarantee of payment. Um, so I'm actually showing the policy is no longer active. It was effective from [PII], and there was no active policy since then.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I just wanted to make sure so then I can get rid of the paperwork and not um use it towards the bill. OK, perfect. Alright, that, that helps a lot, so I can omit that.
[AGENT][POSITIVE] Well, I'm glad I could assist you. Well, was there anything else I can help you with today?
[CUSTOMER][POSITIVE] Um, no, that would be all. Thank you.
[AGENT][POSITIVE] You're welcome. Well thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You as well. Thanks. Bye.
[AGENT][POSITIVE] Thank you. Bye-bye.